GSOC Shift Supervisor

This role requires both in-person and 12x36 shift work. Shifts are 12 hours, with 36 hours off in between. Please submit CVs in English.

The Global Security Operational Shift Supervisor (24/7) within the Global Security Operations Center (GSOC) is responsible for coordinating real-time security operations during the assigned shift, ensuring continuous monitoring, effective incident response, and operational alignment across all GSOC functions.

The role oversees the operational activity of a multidisciplinary team composed of CCTV Operators, Risk Analysts, Intelligence Analysts, and Incident Response personnel, ensuring adherence to GSOC policies, service levels, and operational protocols.

Acting as the on-duty operational coordinator, the Shift Supervisor maintains the overall operational picture of the GSOC, ensuring that incidents are properly triaged, escalated, and managed according to established frameworks. The position works closely with vertical leads for Executive Protection, Intelligence, and Integration to ensure consistent operational execution across the GSOC environment.

This position requires strong situational awareness, leadership under pressure, and the ability to coordinate multidisciplinary teams during dynamic operational scenarios to ensure the protection of people, facilities, and business operations.

Roles and Responsibilities

Shift Operations Coordination

• Coordinate GSOC activities during the assigned shift, ensuring monitoring, analysis, response, and reporting functions operate according to established SOPs.
• Maintain a real-time operational picture of incidents, alerts, and ongoing activities across all supported regions.
• Act as the primary operational escalation point during the shift, ensuring incidents are properly triaged and escalated according to defined protocols.
• Conduct shift briefings and handovers to ensure continuity of situational awareness between teams.
• Ensure operational coverage and adherence to GSOC service levels and procedures.

Incident & Crisis Coordination

• Oversee the operational coordination of incidents, validating categorization, priority levels, and escalation pathways.
• Coordinate with Corporate Security teams, including Incident Response, Executive Protection, Intelligence, Facilities, and IT Security when incidents require cross-functional response.
• Ensure Situational Awareness Reports (SARs), incident logs, and operational updates are accurate and delivered within established timelines.
• Support crisis response coordination during major incidents or high-risk situations.
• Manage emergency notifications and alerting systems (e.g., Everbridge) when required.

Operational Oversight & Quality Assurance

• Supervise GSOC personnel during the shift, ensuring adherence to operational standards and procedures.
• Provide real-time guidance and coaching to analysts and operators during operational activities.
• Monitor team performance and compliance with documentation, escalation protocols, and quality standards.
• Coordinates with the Integration and Training lead to reinforce operational consistency and continuous improvement.

Team Support & Development

• Support onboarding and cross-training of GSOC personnel.
• Promote knowledge sharing and operational discipline within the shift team.
• Conduct periodic operational exercises or scenario-based drills to reinforce readiness.

Operational Reporting & Global Coordination

• Maintain a live operational log of shift activities, ensuring traceability of actions and decisions.
• Provide concise shift summaries and situational updates to GSOC leadership and Corporate Security stakeholders.
• Identify recurring operational challenges or process gaps and escalate improvement opportunities to the relevant teams (e.g., Integration).
• Ensure coordination with the global GSOC network to maintain consistent security coverage across time zones.

Requirements:
Minimum Requirements

• Bachelor’s degree in Security Management, International Relations, Business Administration, or a related field.
• 2–4 years of experience in a GSOC, security operations, or incident management environment.
• Previous experience coordinating or supervising operational teams in a 24/7 monitoring environment.
• Strong understanding of incident response processes, risk monitoring, and crisis communication.
• Excellent written and verbal communication skills in English and Portuguese; Spanish is a plus.
• Ability to operate effectively under pressure, manage multiple priorities, and make time-sensitive decisions.
• Familiarity with operational metrics, KPIs, SLAs, and quality assurance programs.

Preferred Qualifications

• Experience working in international security operations environments or multi-country GSOCs.
• Experience working with security technologies including CCTV monitoring platforms, access control systems, incident management platforms (e.g., Jira, ServiceNow), and emergency notification tools (e.g., Everbridge).
• Knowledge of incident command systems and crisis management frameworks.
• Strong analytical and operational reporting skills.